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Complaint Details
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Initial Complaint
01/28/2024
- Complaint Type:
- Order Issues
- Status:
- Answered
Dog boarding facility. My dog was mauled and attacked by several dogs on the premises. Required surgery under anesthesia and a 24 hour stay at an animal hospital. Had wounds/bites/stiches all over his body. This business clearly does not have properly trained staff or emergency measures/training in the case of a dog fight as this fight clearly went on for a long time before my dog was finally retrieved from this brutal attack. My dog is an 8 month old puppy as ************* named ****** has blatantly lied to me regarding this attack (conflicting information from what was given to the veterinary hospital) and this business will not release the footage of the video (are clearly hiding their negligence). I was not informed that teenagers rather than trained adults with extensive experience in dog behavior training would be watching my dog. I trusted this facility and my dog almost died because of it.Business response
01/29/2024
Complaint is inaccurate and old, refund was already handled.Initial Complaint
08/10/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Dog boarding facility. My dog was mauled and attacked by several dogs on the premises. Required surgery under anesthesia and a 24 hour stay at an animal hospital. Has wounds/bites/stiches all over his body. This business clearly does not have properly trained staff or emergency measures/training in the case of a dog fight as this fight clearly went on for a long time before my dog was finally retrieved from this brutal attack. My dog is an 8 month old puppy as ************* named ****** has blatantly lied to me regarding this attack (conflicting information from what was given to the veterinary hospital) and this business will not release the footage of the video (are clearly hiding their negligence). I was not informed that teenagers rather than trained adults with extensive experience in dog behavior training would be watching my dog. I trusted this facility and my dog almost died because of it.Business response
08/10/2023
Our facility provides extensive training to our staff members on first aid, dog behavior, and pack management. Any open, cage free environment runs the risk of altercations and injury as outlined in our contract, although our staff training and extensive evaluation process reduces that risk. When your dog was involved in an altercation with another dog at our facility, staff immediately intervened to attempt to break it up. Unfortunately, your pup emitted a high pitched cry (as he is younger and was scared) which caused more dogs to engage in their natural predatory instinct which escalated the situation. Staff called for extra back up and all hands were on deck. It was broken up relatively quickly after that and our company took immediate action and rushed your dog to the nearest vet.
We concluded an extensive internal investigation and found that all employees involved did exactly what they were trained to do. Any injury or veterinary expense caused by another dog in our care does become the responsibility of the owner of the "aggressor" dog. In this case, that owner paid all of the veterinary bills associated with this altercation and, as we only act as a mediator in these situations, we were not involved further.
Our video footage and incident reports are purely internal as we take the privacy of our clients very seriously but after our investigation concluded, we did provide you will any and all pertinent information.
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Customer Complaints Summary
2 total complaints in the last 3 years.
2 complaints closed in the last 12 months.